ACTIVE_Chatbot/ Artificial Intelligence

A (Chat) bot can partially automate chats and any form of written communication, such as emails and scanned-in documents. This reduces the time of responding manually. When the bot detects that it can’t recognize the user’s intent, it can handoff the chat to a human agent, and continue to support the human agent.

Unifymultiple chat channels into one, both on the customer side (FB Messenger, App,..) and on the agent side (Slack, Cisco Spark, Microsoft Teams, CRM-specific that tool)

ConfigureBots with Artificial intelligence objects (Intention / Action/ Entity), and adapt them to local languages if required.

Integratewith your back-office solutions, from where the bot can retrieve information to serve your customers (CRM solution, knowledge base, Q&A, document base, ERP..), and where he can implement desired actions.

Handoff from bot to human

With the Expertflow Chat Framework, we can provide a handoff from the bot to a contact center agent with media routing/ media blending. Most bots reach a point where they can’t answer the customer’s request and a handoff strategy is essential when deploying a bot. Media blending means that agents can serve alternatively voice calls or chat/ emails, depending on the volume of incoming requests.

So if there are many Voice Calls, you could, for example, postpone answering temporarily to Emails or Chats, or the Chatbot could inform the user that he can’t answer this particular question, but that your company would be happy to call him back once an agent becomes available.

It is also possible for a bot to run in parallel to a human agent, suggesting quick answers for the agent to select from. An agent can also serve multiple chats in parallel. Expertflow is an expert at managing these communication flows through the contact center. These features are available